QUALITY

INTRODUCTION TO
QUALITY
DSK Rao
 QUALITY

• MEETING CUSTOMER
REQUIREMENTS
AT A COST OF BETTER THAN OTHERS
AND AVAILABLE IN TIME
 QUALITY
• USER-----FITNESS FOR USE

• SUPPLIER----MEETING CUSTOMER
REQUIREMENTS
 DEFINITIONS OF QUALITY
• 1.CONFORMANCE TO CUSTOMER
SPECIFICATIONS
• 2.CONFORMANCE TO LEGAL OR
STATUTORY REQUIREMENTS
• 3.THE ANTICIPATED WISHES OF
THE CUSTOMER
• 4.SOMETHING BETTER THAN YOUR
COMPETITORS
 DEFINITION OF QUALITY
• ISO 8402 DEFINES;
• “ QUALITY IS THE TOTALITY OF
FEATURES AND CHARACTERISTICS
OF A PRODUCT OR SERVICE THAT
BEAR ON ITS ABILITY TO SATISFY
STATED OR IMPLIED NEEDS.”
• QUALITY IS A MOVING TARGET
• CHANGE IN FASHION
• CHANGE IN TECHNOLOGY etc.
 QUALITY CONTROL
• IS AN ACTIVITY BY MEANS OF
MEASURE AND REGULATE WITH
RESPECT TO ESTABLISHED
REQUIREMENTS i.e.ACTUAL
PHYSICAL ACTIONS LIKE
INSPECTION,TESTING etc.
 QUALITY CONTROL

• “THE OPERATIONAL TECHNIQUES

AND ACTIVITIES THAT ARE USED TO
FULFILL THE REQUIREMENTS FOR
QUALITY”
• QC EXAMPLES:
• DIMENSIONAL CHECKING OF A
COMPONENT
• CALIBRATION OF INSPECTING
EQUIPMENT
• ULTRASONIC TESTING
 QUALITY ASSURANCE
• IS A MANAGEMENT SYSTEM OF THE
ORGANISATION PROVIDING
ASSURANCE THAT THE
DESIGN,MANUFACTURE,TESTING
HAVE BEEN CORRECTLY CARRIED
OUT TO THE REQUIRED STANDARD
AND PROVIDES EVIDENCE THAT
THIS HAS TAKEN PLACE
 QUALITY ASSURANCE
• “ALL THE PLANNED AND SYSTEMATIC
ACTIVITIES IMPLEMENTED WITH IN THE
QUALITY SYSTEM AND DEMONSTRATED
AS NEEDED,TO PROVIDE ADEQUATE
CONFIDENCE THAT AN ENTITY WILL
FULFILL REQUIREMENTS OF QUALITY”
• PROVIDES CONFIDENCE TO THE Mgt.
• CONFIDENCE TO THE CUSTOMER
 QUALITY ASSURANCE
• QUALITY NOT CONTROLLED BY INSPECTORS
OR AUDITORS BUT CONTROLLED BY PEOPLE
RESPONSIBLE FOR DOING THE WORK
• IS NOT JUST END CONTROL(QC)
• HELPS CUSTOMER TO INVESTIGATE THE WAY
IN WHICH HIS SUPPLIER MANAGE QUALITY
• MAKES EVERYONE IN THE COMPANY AWARE
ABOUT THEIR RESPONSIBILITIES AND
AUTHORITY
• HELPS TO PREVENT PROBLEMS
 QUALITY ASSURANCE
• A MANAGEMENT SYSTEM designed to
give the maximum confidence that a
GIVEN,ACCEPTABLE LEVEL OF
QUALITY is being achieved with
MINIMUM TOTAL EXPENDITURE
 QUALITY MANAGEMENT
• ALL ACTIVITIES OF THE OVERALL
MANAGEMENT THAT DETERMINE
THE QUALITY POLICY,OBJECTIVES
AND RESPONSIBILITIES AND
IMPLEMENT THEM BY MEANS
SUCH AS
QUALITYPLANNING,QUALITY
CONTROL,QUALITY ASSURANCE
AND QUALITY IMPROVEMENT
WITH IN THE QUALITY SYSTEM
 QUALITY SYSTEM
• ORGANISATIONAL
STRUCTURE,PROCEDURES,
PROCESSES AND RESOURCES
NEEDED TO IMPLEMENT QUALITY
MANAGEMENT.
 QUALITY POLICY
• THE OVERALL INTENTIONS AND
DIRECTION OF AN ORGANISATION
WITH REGARD TO QUALITY AS
FORMALLY EXPRESSED BY TOP
MANAGEMENT
 WHAT IS ISO 9000?
* ISO 9000 IS THE INTERRNATIONAL
STANDARD FOR QUALITY SYSTEMS.

* WHAT IS THE PURPOSE OF USING

ISO 9000?
* ISO 9000 SETS OUT HOW A COMPANY CAN
ESTABLISH AN EFFECTIVE QUALITY SYSTEM
TO MEET THEIR CUSTOMER’S NEEDS
• ISO 9000 STANDARD ENSURES:
• INCREASED CUSTOMER SATISFACTION
• TRANSPERENCY
• CORRECTIVE ACTIONS
• COMPANY IMAGE
• OBJECTIVITY & FORMALITY
• SCIENTIFIC DISCIPLINE
 INCREASED CUSTOMER SATISFACTION

• TWO PARTY AGREEMENT

• THIRD PARTY CERTIFICATION

 TRANSPERANCY
• WITHIN ORGANISATION
• CUSTOMER
• CERTIFICATION BODY
 CORRECTIVE ACTIONS
• NON CONFORMITY REVIEW
• INTERNAL QUALITY AUDIT
• MANAGEMENT REVIEW
 OBJECTIVITY AND FORMALITY

ACHIEVED THROUGH DOCUMENTATION

--REFERENCE
--EVIDENCE
--TRAINING
 SCIENTIFIC DISCIPLINE
• PROCEDURES
• SQC
• DESIGN IMPROVEMENTS
 COMPANY IMAGE
• MOTIVATION

• RECOGNITION
 IMPORTANT NOTES
* The standard is GENERIC in nature and applies to
all organisations.
* Different models (ISO 9001/2/3) DO NOT
indicate differrent level of excellence.They merely
lay down requirements for different models.
* Notes at the end of certain clauses are NOT part of
the requirement. They are only guide to users
* Management to DECIDE the extent of
documentation.
 ISO 9000 SERIES

• UK --BS 5750 SERIES

• INDIA -- IS 14000 SERIES

 THREE ISO-9000 QA MODELS

• REPRESENT THREE DISTINCT FORMS OF

FUNCTIONAL OR ORGANISATIONAL CAPABILITY
SUITABLE FOR TWO PARTY CONTRACTUAL
PURPOSES.
• MODEL ONE: ISO 9001-1994
• MODEL FOR QA IN DESIGN/DEV.,PRODUCTION,
INSTALLATION AND SERVICING
CONFORMANCE TO SPECIFIED NEEDS IS TO BE
ASSURED BY THE SUPPLIER THROUGHOUT THE
WHOLE CYCLE FROM DESIGN TO SERVICING
• MODEL TWO:ISO 9002 -1994 MODEL FOR QA IN
PRODUCTION ,INSTALLATION AND SERVICING

• MODEL THREE:ISO9003-1994 MODEL FOR QA IN

FINAL INSPECTION AND TESTING